Portuguese Contact Center HR Data - Otro, Costa Rica - IBM

Descripción

Introduction
The HR Service Administrator is an integral part of IBM and HR.

Your goal is to create an outstanding employee experience for IBMers by delivering HR-related services and supporting our employees as they support our customers and clients.

Help IBMers to build their career by providing them with a personalized experience.

In this role, you can be part of a team that works with all areas of our global organization and is empowered to achieve goals that align with IBM strategy.

Your Role and Responsibilities
A Service Center HR Administrator agent is responsible for the organization, timely and accurate
processing of fast- pace transactions, related to EDM inputs processes and tasks needed to achieve
contractual SLA/KPIs and client expectations. They are also responsible to answer calls, chats and
emails within the established contractual SLA/KPIs and client expectations. They ensure the delivery of
a high quality, customer focused service to external and internal clients. They are responsible for
processing high volumes of work assignments for several regions. They ensure that practices and
procedures are adopted and followed as necessary. They must ensure to follow all process controls
defined in each process. They assume additional responsibilities as assigned.


Major Duties:

• Enter and/or update data accurately and comply with SLA.
• Perform audits and controls.
• Complete reports, documents and letters required as per process.
• Attend calls and chats, customer service services
• Manage tickets/requests within the HR and ticketing system
• Train other peers in the same role.
• Back up for other roles or accounts when necessary.

Communication/Negotiation:

• Has excellent communication skills, both verbal and written.
• Has excellent interpersonal skills and the ability to build effective networks.
• Has high level Portuguese skills, both verbal and written

Required Technical and Professional Expertise

• Has knowledge of HR delivery programs, such as ServiceNow, Workday, or any other ERP as client

required.

• Has strong knowledge in key functional processes.
• Has data processing skills including use of excel spreadsheets, reports, and databases at a basic level.
• Has strong organizational skills.
• Has excellent time management skills.
• Has strong understanding and experience of the business controls requirements.
• Focuses on individual/team/department and operational objectives developing professional

effectiveness.

• Works as a member of the EDM Department, maximizes customer satisfaction, email and phone cover for the country/countries supported, where applicable.
• Uses acquired experience/knowledge for relationship building and training.
• Draws upon professional concepts to collaborate with others to carry out assigned duties.
• Shift: from 1am to 8am or 8 am to 5 pm.
• Portuguese Mandatory, English optional.

Preferred Technical and Professional Expertise

Problem Solving:

• Ability to drive simple tasks/reports/transactions for resolution purposes.
• Recognizes jobrelated problems.

Contribution/Leadership:

• Works individually or as a team member, may set work priorities within well established procedures or

objectives.

• Ensures that client reports issues/concerns to be followed through resolution.
• Works under medium level of supervision.
• Ensures that documentation process or Business Controls requirements are up to date for own area of

specialty.

• Gets proactively involved in cross departmental teaming.

Impact on Business/Scope:

• Is accountable for individual results and impact on team and department and interrelated activities.
• Is accountable for the customer satisfaction results of the client supported.
• Ensures that operating procedures are maintained and understood.